Customer Success Associate

Azeus Systems Limited is looking for Customer Success Specialists to be part of our growing customer relations force for our product Azeus Convene.

Convene is a board management software for boards and senior leadership. Our award-winning board meeting software offers a comprehensive suite of tools that enhances collaboration accelerates decision-making and empowers governanceall in one convenient platform. With a global footprint in over 100 countries Convene helps organizations worldwide streamline their governance processes.

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Role and Key Responsibilities :

• Put the customer at the heart of everything you do to ensure success.
• Become a Convene product champion and an expert on the board management landscape.
• Deliver engaging walk-through sessions to confidently educate our customers on how to get the most from our platform.
• Assess the customers current level of service and help them gain greater value from the solution.
• Engage regularly with existing customers both via phone and email.
• Liaise with other internal teams to help resolve customer issues raised.
• Be proactive in ensuring that customers are getting the most out of their implementation of Convene.
• Be proactive in reviewing the customer engagement behavior and adopting strategies that ensure retention

Detailed Responsibilities:

• Build and cultivate strong relationships with clients by becoming their trusted adviser and helping them maximize the Convene platform
• Engage customers in regular discussions about their subscription e.g. QBRs goals renewals testimonials etc
• Document all customer insights feedback and use cases
• Identify upsell/cross-sell/referral and other growth and expansion opportunities
• Report potential risk accounts and manage the risk mitigation activities.
• Follow up on customer requests contracts renewals testimonials and other relevant tasks
• Produce a list of customers to contact over a 2-week period and then provide a progress report at the end of this time.
• Update and manage Pipedrive: contacts calls emails insights risks opportunities etc

Qualifications:

• Open to fresh graduates / entry-level candidates and those with at least 1 year of experience in sales customer success or account management
• SaaS background but any IT experience would be great
• Great command of the English language

*This is for a hybrid set-up. Work tools will be provided.